Customer Success Manager
CoverHound is looking for a highly motivated Customer Success Manager (CSM) to engage, maintain, and exceed expectations for our customers. Our CSM will be the driving force for our Net Promoter Score (NPS) process and programs to achieve our mission to deliver trusted solutions for anyone’s insurance needs. The ideal candidate will be passionate about customer-facing service, fully accountable for actions or inactions, and provide an exceptional experience for every customer. This position will be based in our southern California offices in picturesque Westlake Village.
What You'll Accomplish
- Champion the importance of NPS as the #1 business metric within the company
- Oversee the end-to-end process to develop a success plan that elevates the company’s service quality
- Review and provide recommendations for improvement of our NPS guidelines, procedures and feedback process
- Act on real-time customer feedback and actively engage with cross-functional teams to resolve service/technical issues that lead to customer detraction
- Hand-on review of daily reports, call recordings and other communication channels against key performance indicators
- Research and recommend ways to increase promoter scores and reduce detractor scores
- Constantly think of creative ways to support in training programs and frequently coach our support teams on NPS best practices
- Manage all aspects of our NPS systems management and vendor relationships that support our NPS process
- Develop specifications for customer-based product recommendations, customer relationship management tools and other applications required for NPS improvements, and work with cross-functional teams to fully implement specifications.
- Minimum 5 years of experience as a CSM, service manager, or related customer-facing engagement
- Passionate in improving customer experience online and offline
- Ability to effectively communicate both technical and non-technical matters, and interact effectively with multiple departments as well as customers
- Demonstrated success in thinking strategically and executing solutions at scale in a fast-paced environment
- Extremely organized person with great attention to details and deadlines
- Ability to define, evaluate, and manage complex projects in a fast-paced environment
- Excellent problem solving skills, and ability to analyze data around specified key metrics
- Proficiency in Microsoft Office Suite applications, particularly Excel for data analytics (Word, Excel and PowerPoint) as well as web applications.
Our culture is fast-paced, consumer-focused, team-oriented and fun. Everyone feels a strong sense of purpose in the work they do.
The right work environment is crucial in order to be productive and successful, and we take pride in what we have created to make that a reality for each and every employee. We are team players who care not only about our individual wins but the team’s success. We enjoy collaborating with cross-functional teams and learning from others. Learning from our mistakes is viewed as an opportunity for growth and asking lots of questions is encouraged.
CoverHound is growing fast and disrupting the insurance industry. Come shake things up with us!